We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 2123 results
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Decision Reference DRN-3330637
29 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3330637 The complaint Mrs C says NewDay Ltd, trading as Aqua, irresponsibly lent to her. What happened Mrs C applied for a credit card in September 2018. It was approved with a limit of £450 and she was given five subsequent credit limit increases by NewDay – in January 2019 to £1,700,... (3 pages)View decision -
Decision Reference DRN-3593868
16 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3593868 The complaint Miss P complains that NewDay Ltd (“NewDay”), trading as Aqua, irresponsibly granted her a credit card that she couldn’t afford to repay. What happened Miss P entered into an agreement with NewDay to have access to credit with an Aqua credit card account. The accou... (3 pages)View decision -
Decision Reference DRN1184535
1 Feb 2019 NewDay Ltd UpheldPayment protection insurance (PPI)This complaint is about a payment protection insurance (PPI) policy taken out with a credit card in 1998. Mr D says NewDay Ltd mis-sold him the PPI.my findingsI’ve considered all the available evidence and arguments to decide what is fair and reasonable in the circ... (2 pages)View decision -
Decision Reference DRN7174270
2 Feb 2017 NewDay Ltd UpheldBanking and creditMs E complains that NewDay Ltd registered a default on her credit file without notifying her beforehand.backgroundIt is agreed that in 2015, Ms E entered into a £1 per month payment plan to repay her £3,000 credit card debt. NewDay agreed that no interest would be c... (2 pages)View decision -
Decision Reference DRN-4332016
20 Sep 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4332016 The complaint Mrs B complains that NewDay Ltd discriminated against her on the basis of her gender when reducing her credit limit on her credit card, She was also unhappy with NewDay’s explanations and lack of customer care. What happened In August 2022 Mrs B received a text (l... (3 pages)View decision -
Decision Reference DRN6114113
27 Aug 2015 NewDay Cards Ltd Not upheldBanking and creditMiss W complains that NewDay Cards Ltd registered a default on her credit file after she made a reduced payment to settle her debt. She also complains about the time it took to respond to her complaint and update her address.background Miss W was experiencing probl... (2 pages)View decision -
Decision Reference DRN-1142334
31 Mar 2020 NewDay Ltd Not upheldBanking and PaymentsDRN-1142334The complaintMr L complains about Newday Limited’s (“Newday”) handling of a missing payment.What happenedMr L had a credit card with Newday. He paid £746.15 towards the balance on 1 July 2019. Mr L was then notified by text that he had missed a payment. The payment was found and... (2 pages)View decision -
Decision Reference DRN-5301786
7 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5301786 The complaint Mr D, through a representative, says NewDay Ltd, trading as Aqua, irresponsibly lent to him. What happened Mr D took out a credit card from NewDay on 3 February 2021. He was given a credit limit of £600. This was increased four times over the next two years. Mr... (3 pages)View decision -
Decision Reference DRN-4040014
22 Mar 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4040014 The complaint Mr J is complaining that NewDay Ltd applied missed payments to his credit file. What happened In May 2019 Mr J entered into a credit card agreement with NewDay. In May 2021 he entered into a repayment plan to pay a reduced monthly payment of £30 per month. In Octo... (2 pages)View decision -
Decision Reference DRN-3504864
20 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3504864 The complaint Miss H complains that NewDay Ltd was irresponsible in its lending to her. What happened Miss H was provided with an Aqua credit card with an initial credit limit of £300 and the credit limit was gradually increased to £2,500. She says that NewDay had not been prov... (4 pages)View decision
